I've been trying to resolve issues with a Residential Early Termination Reimbursement. I've submitted the forms three times. THis has been going on since January, and still no reimbursement since switching from Fios. This company is completely incompetent. I will be canceling my Optimum service.
To Whom It May Concern,
I am currently a customer of Optimum. On November 10th 2018 at 8:01 am, I had a scheduled service call. The service call was to replace my Samsung box with the new Altice box. After the service visit, there was a humming vibration noise coming from the box. Approximately two-three hours later my 32 inch Sony Flat Screen TV was green and the Altice box was no longer working, along with all of my Optimum services. I called Optimum to explain my situation, they tried to schedule someone to come the next day but I was not available as I observe Sundays as religious observation.
A service provider for Optimum arrived at 7:00pm on the 12th of November. They tried to fix the box that blew out and they could not they had to replace the box. Since then I have tried to contact someone to replace my T.V. as it blew out as a result of the faulty cable box. They have yet to assign a field supervisor to my case to look further into this matter.
On January 4, I received a phone call stating that they will not reimburse me for my T. V. without investigating any further. This decision is not acceptable to me. I would like a full review on my case and anticipate a call from your headquarters in a timely fashion. I am looking for nothing more than reimbursement for my damaged T.V.
I look forward to hearing from you soon.
Thank You for your time and immediate attention to this matter.
On the morning of May 9th, 2019, I signed on to the Optimum website to check my Inbox. When the home page initialized the layout appeared different than what I was used to seeing. Also, every new email was in duplicate. Two of everything.
I called Cablevision at (hidden) and spoke to an email representative and explained the issue. I was told a ticket was being prepared for submission to the engineering department and that I would be contacted by them within 72 hours.
On May 10th I called again because I hadn't heard from anyone and was anxious to get the issue resolved. I was told they were working on it and I should expect to be contacted by Tuesday, May 14th.
At midday on Tuesday, May 14th, I called again and after insisting to speak to a supervisor (a person named Jose) I was informed that there had been three tickets in the record which were considered closed, that they were prepared incorrectly, and that a new ticket would have to be written up and sent to engineering and that I should expect to be contacted either by phone or email (both provided to Jose) within 72 hours.
I have not received any communication since. I remain in a quandary not knowing what to do to fix my problem of duplicate emails. I fear my inbox quota will be prematurely exhausted if this situation continues unabated.
I realize the substance of my complaint here may seem mundane and unimportant, but if it reflects the current status of Cablevision's customer service, FIOS is going to do well in the coming months and years.
Today my outside wire was hit by a trck !!! I have been complaining about this very very low wire that's connects from my house to a very low branch on my tree and goes to a poll IT'S BEEN HANGING DOWN NOW for a couple hours after I called immediately it is a foot off the ground and runs right across the street I have made three calls to Optimum and they are only about 13 blocks from my home they have not dispatched a truck because the last two times I called they said they didn't see dispatched and don't know what to do it might get here sometime today I made them very well aware that. Mora could whip around and headed child or a person driving by with the window open being it's a very nice sunny day they then. Very nasty and told me to call the fire department and the police department because they do not have an available truck I just drove by the optimum office that's 13 12 13 blocks from my house and his five trucks in front sitting there I called again and when I hang up here I am calling the police department and the fire department and I am making a complaint and then contacting a lawyer because I had to go out and hang caution tape I fell and hurt my back now I'm going to sue
Im so done with Optimum.. I always used to praise you guys as the best service to get, but now, I wouldn't refer you guys to anyone at all. As a matter of fact I will make sure all my friends leave your company because you guys are no help whats so ever.. you wanna take away service for $147.. its jus ridiculous.. and your customer service department sucks.. you have a bunch of ppl in there that do not even know what they are doin.
Problems with my service for almost a month
I FIND IT ABSOLUTELY RIDUCULOUS THAT I HAVEN'T HAD ANY OF MY SERVICES FOR ALMOST 1 MONTH!!! THIS IS SO FRUSTRATING AND WE MADE SEVERAL PHONE CALLS, SPOKEN TO MANY SUPERVISORS AND TILL THIS DAY NOTHING DONE (NO CALL BACKS EVEN FROM SUPERVISORS!!!!!!!!!!). CUSTOMER SERVICE IS THE WORST EVER. ITS HARD ENOUGH TO EVEN GET A SUPERVISOR ON THE PHONE BECAUSE REPS DO NOT LIKE TO PASS THE CALLS ON,THEY ALWAYS OFFER CALL BACK (WHICH WOULD BE GREAT IF THEY ACTUALLY CALLED BACK!!!!) WHEN I HAD VERIZON NEVER NOOOOOOOOO ISSUES BUT WITH OPTIMUM BY FAR THE WORST AND THE SAD PART IS THAT WE HAD THIS ACCOUNT FOR 20 YEARS AND THERE IS NO LOYALITY NO APPRECIATION NOTHING!!!!!!. WHEN NOT HAVING ANY OF YOUR SERVICES FOR ALMOST A MONTH YOU WOULD THINK YOUR TOP PRIORITY, BUT NO THEY JUST DONT CARE AS LONG AS THEY GET YOUR MONEY!!!!!!!!!!!!!!!!!!!!!!!!
REPORTED TO BBB
I was supposed to get a call back two days ago. I requested to speak with a manager. I'm still waiting. This is the worst company! Customer service is terrible. I'm going to cancel my service after 20 years.
We just cancelled after 30yrs, i too am waiting for a call back from a "manager" that is always too busy to take my call for 3 weeks, they are trying to charge us $300 for technician visits when they never fixed anything!
When I used to call and ask to speak to Technical Support, I was connected to a technician who walked me through a fix usually in one call.
Now when I call and press the prompts to get Technical Support I get connected with a nice person, often with a heavy accent that is difficult to understand, who is located in a very noisy room, and WHO IS NOT EVEN A TECHNICIAN!!!
After this nice representative, who doesn't have a clue about how to fix anything but the most elementary problems, tries unsuccessfully to fix the problem for an hour or two, and I ask if I can speak to a technician, I am told that there is no technician available.
Unbelievable how this once great service is going downhill!
I hope the people at the top read this and restore Optimum to the great service it used to be.
YES! What is up with that? Are they out at a bar and answering on their cell phone??? I have no idea what is going on with that. No clue how to fix anything and then they pass the buck to the next person who at least is in a quiet room but who still can't help. What is up Cablevision????
After 38 years with Optimum this complaint is being written with much sadness because we have had very few issues with Cablevision/Optimum until now!!!! Since Optimum took over we have had to deal with TERRIBLE CUSTOMER SERVICE IN EVERY ASPECT...phone, Supervisors, scheduling appointment, wait time on hold, no callback and most of all the SERVICE TECHNICIANS....they don't show up and if they do at the last possible minute of a long day and same old "can't fix need to send someone else ... THE SOMEONE ELSE NEVER COMES AND IF THEY DO THEY CANNOT NOT FIX. WIRES HANGING FROM TREES FROM ONE NEIGHBORS HOUSE TO OURS...CUT CABLES....FLAGS EVERYWHERE...NO INTERNET....NO CABLE. FIRST TIME 7 DAYS ... WITH MANY PHONE CALLS AND TWO TECHNICIANS....AGAIN 6 DAYS ... ONE TECHNICIAN WHO WAS COMING BACK NEVER DID!!! AGAIN MANY PHONE CALLS NO SCHEDULED SERVICE APPOINTMENT BUT WHEN WE CALL THEY SAY THEY WILL SEND SOMEONE......EVERY CUSTOMER SERVICE PASSING THE BUCK.....EVERY TECHNICIAN PASSING THE BUCK... THEY BLAME IT ON SOMEONE ELSE......MEANWHILE NO INTERNET AND MY HUSBAND WORKS FROM HOME.... AFTER FIRST VISIT CALLED FOR CREDIT AND THEY WANTED TO CREDIT OUR ACCOUNT FOR $4.68 FOR NO SERVICE AT ALL FOR 7 DAYS . REALLY...THEY SHOULD BE ACCOUNTABLE AND HAVE SOME LOYALTY TO THEIR LONG TIME CUSTOMERS. NO MORE LOYALTY ON OUR PART SWITCHING TO ANOTHER CARRIER.
Agree with this all. It's Tuesday...I'm still waiting for a call back from SATURDAY. There are so many people in this country who need jobs. Bring in people who take pride in what they do. Shame on you Cablevision!!
I requested and prepaid for service on April 24, 2019. I was given too many incorrect details. Service still not installed. Can not get help on the phone, over 25 calls nor with the president's number. This is no way firca company to run!! Phone prompts are exhausting!!!
Agree with the phone prompts!! The worst I've EVER experienced. When Cablevision first came out, they were pretty good. Not anymore.
I recently just switched from Fios to Optimum. I honestly can say it has been the worst decision. I've called for THREE separate issues and I can't get anyone to really help. The only thing I was able to get was a service call, three days out! That's CRAZY. The reps on the phone sound like they're at a bar when you're speaking with them, the technical support people seem clueless and then the other person I spoke with, don't even get me started. COMPLETELY INCOMPETENT. Seriously disappointing. Thank God I still have my Fios gear sitting here on the table. Looks like Fios it is!!! Shame on you Cablevision!
We have subscribed to Cablevision/ Optimum/ Altice since 1979. 40 YEARS!!! Your contractor installed fiber across our lawn and severely damaged a 3-4 ft swath across the entire lawn. I have called many times to report property damage and have been given many empty promises. We expect you to meet your stated commitment to "send a Field Supervisor out to assess the damage." We also expect prompt repair of the area. How can you treat customers of 40 years so SHABBILY?! What an AWFUL company you've become.
Service run around since April 3 lost internet service that day, numerous attempts to fix this issue with no attempts by your company. Promise of many call backs and no one ever calls us back. This is unacceptable and you should be held accountable
Been with this company for about 25 yrs and last night all of my showtime channels were gone. Called optimum's bronx office in nyc to find out why my channels were missing and was told by a very unmotivated customer service agent that it was due to $10 i owed by the 8th of may. Today is the 4th but yet my channels were removed. I was told by the agent named Lisa that that there was nothing she could do. Really?. Very dissatisfied with your company for a few yrs now. This company has forgotten about their loyal customers and a slap on the face with this nonsense. Please review how your company conducts business with your customers.
engineering department please ! handi tv heros icon network issue i live in bridgeport ct optimum service area my complaint is a simple one optimum advertises handi tv known as H& I network channel 140 however in the Bridgeport Ct zone channel 140 on my cable card is blocked on my mothers cable box it states no channel switches to next ""channel " over.. on my tv tuner set as cable WWOR 9.4 cable mode.. the channel H& I shows up but un able to record on my cable card data shows up but no signal WZMME TV 43 nolonger broadcasts this network optimum needs to catch up and allow the signal to pass through... Your compettition comcast charter Frontier in bridgeport area not including charter comcast has this channel.... my IP address is geographically a new york city IP ....New york city is 60 miles away...WWOR is my local area network... Why is this so hard to correct...im tierd of the run around with operators texting please correct this issue H& I is a great channel we fans are missing out
I have been a customer for 20 years. I have never had a complaint. I enjoyed, especially, the very high quality of your customer support services. I'd pick up the phone, dial your number and within a few short minutes would always be connected to a courteous and knowledgeable tech. Yet now,,despite ever steepening fees, Cablevision has kicked yits customers to the curb, insofar as any support service. Today I dialed support, was told there would be a 6 to 8 minute wait, but if i pressed 1, i think it was, I could hang up and get called back.
They never called. So, I tried the chat option and realized, after a lot of minimally productive back and forth, I was connected to a robot! This is how you make customers feel taken for granted. There is nothing anymore to keep me from availing myself of less expensive ISP deals like Fios and Warner. Whoever is making these support cutback decisions may be looking at dollars and cents, when he/she should be looking at preserving the brand to which you wish your customers be loyal. As for me, another month or so and I'm dropping cablevision and optimum for good.
Terrible service; robots vocalizing a script
As a longtime Suffolk County Cablevision/Optimum customer (for over 40 years), I was very disappointed and dismayed to be "brushed off" by Michael (Employment ID- MJ 1) in the "Customer Service" corporate office, who belittled the reason for my complaint and demonstrated not only gross ignorance, but also indifference and a hostile response to the reason for my call - an offensive/misleading TV ad currently being shown for Optimum services and products. It not only has zero/nada/absolutely nothing to do with Optimum, but is an insulting ad in its' denigrating depiction of women, people of color, and caring, compassionate citizens.
Michael had not viewed the ad, and therefore was in no position to refute my assertions, but he also took it upon himself to insult my appraisal of this offensive ad, which depicts a "crazy cat lady", willy-nilly tossing food about the lawn/driveway of a stranger's house, where dozens of very patient and calm cats had assembled, while the owners, people of color, looked on puzzled and in disbelief.
Community/stray/abandoned/feral cats present a real problem in many towns and cities, where there is no animal service that will undertake remedial programs, but instead, will catch and kill these cats with no effort extended to re-home or care for them. Fortunately, there are countless dedicated citizens, both men and women all around the country who, at great personal sacrifice, will trap and get these animals spayed/neutered, vaccinated medicated and fed, sometimes returning them to the cared-for colonies in which they live, or finding homes for those who are domesticated and accustomed to living with people. This truly stupid and misleading ad, is a discredit to Optimum and should be removed at once. And since the subject has been raised, I would urge Optimum, which has a presence in both rural and urban communities, to "give back" to these communities by making generous donations or creating a fund to support "free spay/neuter" services in the communities that contribute to the wealth and success of Optimum! Now that would be something worthy of advertising!
I have been with Cablevision since day 1. I have never switched. Late 4/27/19, I had a problem watching something I dared! As i watch it, it cut out and I couldn't get past that point. To make a long story short,not only was the issue not resolved, but now, i have black margins that I didn`t have before!
A repairman isn`t coming until next Thursday. Totally unacceptable.
It seems your techs are not as they were before. Most disappointed.
Good afternoon! I just want to report this issue that make me feel really concerned...and upset!
For so many years I have been a loyal customer for optimum
But for some reason,from last year to now my monthly balance change, even I Never use additional services.on January my last statement was $118.00..but in February I received a bill from 183.70...i contacted optimum several times,last call was made 03/15/2019..after my conversation with the representative he told me that I made$48.00 in international calls, but I don't accept the charges because is not true..A copy of my bill was requested, in order to review the international calls. but he refuse to resend via email.
He suggest me to review my statement in optimum online. I open optimum online but when i request my statement the system said sorry, and i dont receive the information. ( Account # (hidden)302).. Also was requested to speak with a supervisor, he denied my request. After faith with this person finally he transfer me to a customer service who just said "my system is down.(never ask me who I am) he just ask me my phone number in order to answer the reason of this bill. ( I Never received any response)
Today 03/16/2019 at 11:55 am I try to receive the answer requested.,the representative try to explain the international calls but in order to see the source or telephone numbers documents has to be signed and stamps...wow!!!!
Also I asked her why? My statement for this month is$133.00 (different amount) also she said is because you have international calls. I explained to her that my free international calls finished on 03/14/2019 at 9pm ..and I had left a balance of 8 minutes in my account .
Also i advised to the representative that i have unlimited calls with metro pcs my cellphone company. I told her that I'm planning to make a payment but because I see to many irregularities, and i planning to contact nyc consumer affairs , also that i understand why this company treat me like that because i always been ontime wih my payment , and the answer that I received was:
You have to be carefully what do you said or do, because you don't know what they cant do to you" " and that conversation should be recorder. I don't understand how your company dare to threaten. My response was : you are trying to intimidate me?
By the way that expression was in Spanish, my primary language.
Thanks in advance!
I just wanted to report that after I sent this complaint I, I try to access to my online account , with the correct I'd and also new PW,but I DON'T HAVE ACCESS. Nobody wants to show me the charges and what kind the calls I suppose to pay.... Also I contacted Optimum but the only option is pay the bill.
At the moment my service is suspended...
And I have fees because late payment.
I never refuse to pay, is my responsibility...but at least I have the right to see what do you charge me!
At this point this people can affect my credit score...even I never cut the service because late payment in the past, .
We're is the person in charge???? i
That is legal??
I have very similar issue and want to know where is the FCC and consumer protection?! Optimum should be taken over as they are totally incompetent and are CROOKS!!!